Junior Service Desk Technician

Start Your IT Career with Structure, Support, and Global Exposure.

Early IT careers are built on strong foundations-clear processes, hands-on support, and the chance to learn from real-world environments. If you're ready to grow your technical skills while supporting global users, this role gives you the structure and guidance to do it right.

This role is ideal for junior IT professionals who want hands-on experience without chaos. You'll support global users through structured service queues, clear SLAs, and defined responsibilities-while enjoying fixed weekends and an onsite environment that supports steady learning and career growth.

Job Description

As a Junior Service Desk Technician, you will provide first- and second-level IT support, monitor service queues, troubleshoot end-user issues, and manage user accounts. You'll ensure requests are resolved within service level agreements while maintaining documentation and contributing to continuous improvements in service delivery.

Job Overview

Employment type: Full-time

Shift: Night shift, weekends off

Work setup: Onsite, Gujarat, India

Exciting Perks Await!

• Competitive compensation package
• Medical and life insurance
• Standard government and Emapta benefits
• Well-equipped, modern, and accessible offices
• Employee engagement activities
• Mentorship and exposure to global leaders and teams
• Diverse, inclusive, and supportive culture
• Transparent performance management
• Unlimited upskilling through Emapta Academy courses
• (Want to know more? Visit: https://emapta.com/training-calendar/)

The Qualifications We Seek

Required Qualifications

• At least 1 year of experience in a Service Desk, IT Support, or Helpdesk role (Level 1 or entry-level)
• Basic knowledge of Windows OS, desktop and laptop troubleshooting, and workstation setup
• Experience in user account management such as Active Directory, password resets, and onboarding/offboarding
• Familiarity with ticketing systems and SLA-driven environments
• Basic understanding of IT security best practices, including account security, data protection, and endpoint security
• Ability to provide first- and second-level support for hardware, software, and access-related issues
• Strong problem-solving and analytical skills
• Good documentation skills, including how-to guides, process documents, and knowledge base articles
• Strong communication and customer service skills, with the ability to explain technical issues clearly to non-technical users
• Ability to work independently, exercise sound judgment, and prioritize tasks effectively
• Willingness to render after-hours or on-call support as needed
• Team-oriented mindset with the ability to collaborate across departments

Preferred Qualifications (Advantageous)

• Experience with system imaging and deployment tools
• Exposure to third-party support or deployment providers
• Basic understanding of networking fundamentals
• Experience supporting onboarding and offboarding processes

Your Daily Tasks

• Monitor the support queue to ensure customers receive prompt responses and that Level 1 issues meet contractual service level agreements. These include, but are not limited to:
• Password resets (Active Directory, third-party software, telephone voicemail PIN resets)
• User account creation for new hires and terminations for employee separations
• Workstation setup for new hires/users
• Perform desktop and laptop system image management and deployment to ensure efficient system delivery
• Coordinate with third-party deployment and support providers as required
• Provide first and second-level support, troubleshooting, and tuning for desktop and laptop issues reported to the service desk
• Understand and implement security best practices, and collaborate with security specialists to minimize vulnerabilities
• Ensure compliance with all contractual SLAs, policies, and procedures
• Exercise discretion and independent judgment when handling client requests, incidents, and feedback
• Build credibility and trust with clients by providing effective solutions and maintaining strong customer relationships
• Analyze and recommend alternative solutions to meet customer needs
• Identify opportunities to improve communication and operational efficiency to enhance customer satisfaction
• Support team processes and participate in cross-functional teams
• Create and maintain documentation to build knowledge and provide training when necessary
• Be available for after-hours on-call support, if required
• Complete other duties as assigned

About the Client

Our client is a global technology services organization supporting enterprise IT operations across multiple regions. The team focuses on reliable service delivery, security, and continuous improvement-providing junior IT professionals with exposure to global systems, structured processes, and best practices that build long-term technical careers.

Welcome to Emapta India - Your Gateway to Professional Excellence!

At Emapta India, we believe in fostering a community where your career aspirations align seamlessly with the stability of our growing organization. Join us in this journey where your professional dreams not only take root but also thrive in the vibrant landscape of Sri Lankan culture. Our diverse portfolio of international clients across various industries and a proven track record of success provide a stable foundation for your career. Team up with like-minded professionals who are passionate about making a meaningful impact through premium global opportunities at your fingertips

In India, Emapta opens the door to a unique opportunity. With over 1,000 global partners preferring to open remote jobs in the country, our vision is to help you and thousands more reach your full potential and dreams without the need to leave the country and work abroad.

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